JOURNAL ARTICLE

Nationwide Spending $100M on AI to Beef up Claims Efficiency, Customer Experience.

  • Published In: Claims Journal, 2025. P. N.PAG 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Salazar, Mayra 3 of 3

Abstract

The article discusses Nationwide's significant investment in artificial intelligence (AI) and technology to enhance its claims operations. The Columbus, Ohio-based insurance company has committed $1.5 billion through 2028, with $100 million allocated annually for AI advancements. Key innovations include the implementation of Claims Log Notes summarization, which utilizes generative AI to streamline the claims process by summarizing customer interactions, thereby reducing wait times for customer service representatives (CSRs) and improving customer experience. The company aims to maintain a balance between technology and human empathy in handling claims, focusing on metrics such as average handle time and customer satisfaction to measure success. [Extracted from the article]

Additional Information

  • Source:Claims Journal. 2025/12, pN.PAG
  • Document Type:Article
  • Subject Area:Communication and Mass Media
  • Publication Date:2025
  • Accession Number:190650405
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